RSS Written 3 review

Guest Krissy would like to apply her family's FCCs to their upcoming cruise. Due to a system error, they will need to be applied manually. After verifying the booking and applying the FCCs, what fields should be filled out by the RSS agent in order to complete the FCC redemption process? (Do not include fields that are auto-populated.)

• Ship

• Redeemed Value

• Used for booking

• Sail Date

• Comment

Samantha would like to cancel one leg of her back to back cruise. What steps should you take within the remaining booking to fully process the request?

• Check for Passenger Vessel Services Act violations. If none are found, remove the back-to-back flag and Sup note from the booking.

• No additional steps are needed in the remaining booking

• The back-to-back flag needs to be updated to indicate the other booking was removed

• Update the Sup note to state that they are only keeping one booking

If you need to open a closed SR, how do you accomplish this?

• Ask the person who created the SR to open it.

• Ask your supervisor to open it.

• You cannot. Once an SR is closed, it cannot be re-opened.

Choose each statement below with the appropriate type of compensation.

• Given when a guest has to cancel their sailing → FCC

• Typically given for incidents → FCC

• Is applied to the guest's Onboard Account → OBC

• Is typically based on a percentage of the cruise fare → FCC

• Given when a guest has to cancel their sailing → OBC

What is the main reason that documents may be delayed on a booking?

• The reservation has Air2Sea and the flights have not yet been ticketed

• The reservation is paid in full but there is a balance due for supplements such as gratuities/transfers

• The reservation was originally booked as Non-refundable rate and was changed to a Refundable rate

• The email address in the reservation is incorrect

When logging a call regarding a general question that is not directly associated with a specific booking, you should click Create Service Request in the Call Logging section of the Res tab in Siebel.

• True

• False

Guest Ruth would like to know if the full deposit has to be applied to a booking in order to have her FCC applied, if the FCC covers the deposit amount.  After reviewing, you see that her FCC was issued as goodwill for a plumbing issue onboard her last sailing. What would you advise Ruth?

• Goodwill FCCs cannot be applied until after final payment

• Full deposit is required to apply a Goodwill FCC to the booking

• Payment is not needed to apply any kind of FCCs, including Goodwill, to the booking

Select the correct the scenario with the appropriate Workflow Attribute:

• We've already refunded money, but it went to a guest who is completely unrelated to the booking. We can't ask for that money back, but we DO need to send it to the rightful recipient.  → Miscellaneous Refunds

• Booking was cancelled due to system error the week of sailing and has now been reinstated → Penalty Reapply

• Guest cancelled a booking with a Non-Refundable deposit. Due to a system error, the booking is attempting to refund all money. → Withholding A Penalty

• The correct answer is: We've already refunded money, but it went to a guest who is completely unrelated to the booking. We can't ask for that money back, but we DO need to send it to the rightful recipient.  → Penalty Reapply

• Guest cancelled a booking with a Non-Refundable deposit. Due to a system error, the booking is attempting to refund all money. → Miscellaneous Refunds

What information is entered in the Expanded Category field vs. Service History Remarks?

• Expanded Category: A clear and concise summary of the call.
  Service History Remarks: A few words to describe the call driver.

• Expanded Category: Only used for an inquiry.
  Service History Remarks: A clear and concise summary of the call.

• Expanded Category: The call driver.
  Service History Remarks: A full transcript of everything that occurred during the call.

• Expanded Category: A few words to describe the call driver.
  Service History Remarks: A clear and concise summary of the call.

If you receive a reported issue from an agent, please report the problem using the [____] for [_____] issues. Please utilize the link in KD or [_____].

• 1) Service Now Portal

• 2) mobile app and web related

• 3) the Guest Account Issues search option

• 1) Send an email to your supervisor

• 2) KD related